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Abstract:

System, arrangement and method for providing information regarding
network events associated with a subscriber in an access network. A
customer care session is initiated between a customer care unit and a
data warehouse. The session is referring to an identity of said
subscriber. A subscription to network events associated with the
subscriber is done, where the data warehouse subscribes to a stream of
ongoing network events. The content of the stream refers to the identity
of the subscriber. Information is received regarding ongoing network
events which are triggered by one or more communications between a
terminal of the subscriber and a network element in the network. The
information is provided to a customer care agent.

Claims:

1. A method in a customer care unit for providing information regarding
network events associated with a subscriber in an access network, said
method comprising: initiating a customer care session with a data
warehouse referring to an identity of said subscriber; requesting a
subscription to network events associated with said subscriber, wherein
said data warehouse subscribes to a stream of ongoing network events,
wherein said content of said stream refers to said identity of said
subscriber; receiving from said data warehouse, information regarding
ongoing network events which are triggered by one or more communications
between a terminal of said subscriber and a network element in said
network; and a providing said received information to a customer care
agent.

2. A method according to claim 1, wherein said action of requesting a
subscription further comprises to fetch a network event history
comprising the most recent network events.

3. A method according to claim 1, wherein said customer care unit
provides, to said data warehouse, a request of unsubscribing to said
stream of network events if said customer care session is deactivated

4. A method according to claim 3, wherein the customer care unit provides
said request of unsubscribing if a customer terminates a call with the
customer care agent or if the session has been inactive for a
predetermined time period.

6. A method according to claim 1, wherein the identity is an internet
user account.

7. A method according to claim 1, wherein a diameter based protocol is
used to form the communication between the customer care unit and the
data warehouse.

8. A method according to claim 2, further comprising: determining whether
or not said received network event is related to any one of the network
events of the network event history.

9. A method in a data warehouse for providing information regarding
network events associated with a subscriber in an access network, said
method comprising: receiving, from the customer care unit, a subscription
request referring to an identity of said subscriber; subscribing to a
stream of ongoing network events, wherein said content of said stream
refers to said identity of said subscriber; recognizing an ongoing
network event associated with said subscription which is triggered by one
or more communications between a terminal of said subscriber and a
network element in said network; and providing, to said customer care
unit, an update comprising information about said recognized network
event.

10. A method according to claim 9, further comprising receiving a request
for fetching a network event history comprising the most recent network
events.

11. A method according to claim 9, wherein said data warehouse receives,
from said customer care unit, a request of unsubscribing said customer
care unit to said stream of network events.

13. A method according to claim 9, wherein the identity is an internet
user account.

14. A method according to an claim 9, wherein a diameter based protocol
is used to form the communication between the customer care unit and the
data warehouse.

15. A method according to claim 9, wherein the network element is
providing said network event to said data warehouse using a Call Data
Record (CDR) and/or a diameter based protocol.

16. A customer care unit adapted to provide information regarding network
events which are associated with a subscriber in an access network, said
customer care unit comprising: an initiation unit, adapted to receive a
request to initiate a customer care session with a data warehouse,
wherein said session is referring to an identity of said subscriber; a
requesting unit, adapted to request a subscription to network events
associated with said subscriber from a data warehouse; a receiving unit,
adapted to receive, from said data warehouse, information regarding
ongoing network events which are triggered by one or more communications
between a terminal of said subscriber and a network element in said
network; and providing unit, adapted to provide said received information
to a customer care agent.

17. A customer care unit according to claim 16, wherein the requesting
unit is further adapted to fetch a network event history comprising the
most recent network events.

18. A customer care unit according to claim 16, wherein the requesting
unit is further adapted to a request to unsubscribe to said stream of
network events if said customer care session is deactivated.

19. A customer care unit according to claim 18, wherein the requesting
unit provides said request of unsubscribing if a customer terminates a
call with the customer care agent or if the session has been inactive for
a predetermined time period.

21. A customer care unit according to claim 16, wherein the identity is
an internet user account.

22. A customer care unit according to claim 16, wherein said receiving
unit is further adapted to use a diameter based protocol.

23. A customer care unit according to claim 17, wherein the receiving
unit is further adapted to determine whether or not said received network
event is related to any one of the network events of the network event
history.

24. A data warehouse adapted to provide information regarding network
events which are associated with a subscriber in an access network, said
data warehouse comprising: an initiating unit, adapted to initiate a
customer care session with a customer care unit, wherein said customer
care session refers to an identity of said subscriber; a subscription
unit, adapted to subscribe said customer care unit to a stream of ongoing
network events, wherein said network events are associated with said
identity of said subscriber; a recognizing unit, adapted to recognize
ongoing network events which are associated with said identity of said
subscriber; and a providing unit, adapted to provide information
regarding said network events to said customer care unit, wherein said
providing unit is further adapted to provide updated information to said
customer care unit, based on said network events recognized by said
recognizing unit and said subscription provided by said subscription
unit.

25. A data warehouse according to claim 24, wherein the providing unit is
further adapted to provide a network event history comprising the most
recent network events to said customer care unit.

26. A data warehouse according to claim 24, wherein said initiating unit
is further adapted to, based on a request from said customer care unit,
instruct said subscription unit to unsubscribe said customer care unit to
said stream of network events.

28. A data warehouse according to claim 24, wherein the identity is an
internet user account.

29. A data warehouse according to claim 24, wherein said providing unit
and/or said recognizing unit is further adapted to communicate using a
diameter based protocol.

30. A data warehouse according to claim 24, wherein said recognizing unit
is further adapted to receive network events by using one or more Call
Data Record (CDR) and/or by using a diameter based protocol.

31. A system for providing information regarding network events which are
associated with a subscriber in an access network, said system
comprising: a data warehouse adapted to receive and store information
referring to network events; a network element adapted to send
information referring to one or more network events to said data
warehouse, said network events being triggered by one or more
communications between a terminal of said subscriber and said network
element; a customer care unit adapted to initiate a customer care session
with said data warehouse referring to an identity of said subscriber,
wherein said customer care unit is further adapted to request, from said
data warehouse, a subscription to network events associated with said
subscriber; wherein said data warehouse is adapted to subscribe to a
stream of ongoing network events based on the request from said customer
care unit, wherein said content of said stream refers to said identity of
said subscriber; and wherein said data warehouse is further adapted to
provide updated information to said customer care unit, based on said
stream of ongoing network events.

Description:

TECHNICAL FIELD

[0001] The invention relates generally to a method and arrangement for
providing information on network events.

BACKGROUND

[0002] Decreasing the rate of subscribing customers who are leaving for
another mobile operator, i.e. churn rate, is currently an objective for
most mobile operators in competitive markets with high mobile
subscription penetration. In most markets, so called "loss leader"
introductory offers are common in order to stimulate new subscribers to
switch from their current mobile operator to a new mobile operator. Loss
leader offers are often priced as cheap as possible and thus often
contributes a loss with each sale. Consequently, replacing lost
subscribers can negatively affect profitability of the mobile operator
since loss leader offers may be needed. It is therefore of great interest
to ensure the satisfaction of subscribers in a mobile network.

[0003] One significant component in increasing the subscriber satisfaction
may be a dynamic and capable customer care function. A satisfied
subscriber is less prone to switch mobile operator. The customer care is
the primary interface towards the subscriber when problems arise. Thus,
the capability of the customer care may be of importance in keeping the
subscriber satisfied which in the prolongation may lead to a decreased
churn rate.

[0004] The likelihood of solving a subscribing customer's issue at the
customer care function strongly depends on the available information
which is associated with the subscriber, i.e. it is important that the
customer care function can access recent, accurate and relevant call and
account history. In fact, the vast majority of issues handled by customer
care are related to the most recent events.

[0005] With reference to FIG. 1, which is block chart showing a network
architecture according to the prior art, account and call history in
relation to customer care will now be described.

[0006] Terminals 101,102,103 are present in cells associated with radio
base stations 100a, 100b in the access network 105. The radio base
stations 100a, 100b are connected to a radio base station controller 111
which is arranged in connection with the core network 113. Network
events, taking place in the access network 105, the core network 113 or
in the Business Support System (BSS) 120 e.g. in the billing and rating
system 124, are provided to a data warehouse 121. The network events may
be represented by Call Data Records (CDR). Typically, CDRs for multiple
customers are stored in a file in an interim position within the core
network 113. The file, containing the CDRs, is then typically sent to the
data warehouse 121 at certain intervals.

[0007] When an agent 124 of a customer care unit 123 wants to fetch the
account and call history, the customer care unit 123 requests, from the
data warehouse 121, a list of the most recent network events associated
with the subscriber. The customer care unit 123 will then receive a data
set comprising the network event data for said subscriber, available at
that moment in the data warehouse.

[0008] Using the customer care unit 123 as described above, the customer
care unit agent 124 will have to actively fetch the network event data
from the data warehouse 121 to acquire the most recent network events.
Therefore, the customer care unit agent 124 only has a snapshot of the
network event history which may be insufficient to solve the customer's
125 issue which may need evaluation of events over a longer period as
well as ongoing events.

[0009] The only way for the customer care unit agent to ensure that the
most recent events are presented is to continuously poll the system.
Having one or more customer care agents continuously polling the customer
care unit and the data warehouse in parallel will lead to a high, in some
cases critical, system load. Even more importantly, using the prior art
system of FIG. 1 may not enable the customer care unit agent to acquire
sufficient information in order to solve the customer's issue.

SUMMARY

[0010] It is an object of the invention to address at least some of the
limitations, problems and issues outlined above. It is also an object to
improve the process of providing information regarding network events in
an access network to a customer care unit. It may be possible to achieve
these objects and others by using a method and an arrangement as defined
in the attached independent claims.

[0011] According to one aspect, a method is provided in a customer care
unit for providing information regarding network events associated with a
subscriber in an access network. A customer care session may be initiated
between a customer care unit and a data warehouse. The session can refer
to an identity of the subscriber. A subscription to network events
associated with the subscriber can be done, where the data warehouse may
subscribe to a stream of ongoing network events. The content of the
stream normally refers to the identity of the subscriber. Information is
received from the data warehouse, where the information regards ongoing
network events which are triggered by one or more communications between
a terminal of the subscriber and a network element in the network. The
information is provided to a customer care agent from the customer care
unit.

[0012] According to another aspect, a method is provided in a data
warehouse for providing information regarding network events associated
with a subscriber in an access network. The data warehouse may receive a
subscription request referring to the subscriber from a customer care
unit. The data warehouse may subscribe to a stream of ongoing network
events. The content of the stream may refer to the identity of the
subscriber. The data warehouse recognizes an ongoing network event
associated with the subscription. The network event may be triggered by
one or more communications between a terminal of the subscriber and a
network element in the network. The data warehouse may then provide an
update comprising information about the recognized network event to the
customer care unit.

[0013] According to another aspect, an arrangement in a data warehouse is
provided. The data warehouse may be adapted to provide information
regarding network events which may be associated with a subscriber in an
access network. The data warehouse may comprise an initiation unit which
may be adapted to initiate a customer care session with a customer care
unit. The session may refer an identity of the subscriber. The data
warehouse may further comprise a subscription unit which may be adapted
to subscribe the customer care unit to a stream of is ongoing network
events. The network events may be associated with the identity of the
subscriber. The data warehouse may further comprise a recognizing unit
which may be adapted to recognize ongoing network events which are
associated with the identity of the subscriber. The data warehouse may
also comprise a providing unit which may be adapted to provide
information regarding the network events to the customer care unit, where
the providing unit may further be adapted to provide updated information
to the customer care unit. The updated information may be based on the
network events recognized by the updating unit and the subscription
provided by the subscription unit.

[0014] According to another aspect, a system for providing information
regarding network events is provided, where the network events are
associated with a subscriber in an access network. The system comprises a
data warehouse which is adapted to receive and store information
referring to network events. The system further comprises one or more
network elements which are adapted to send information referring to one
or more network events to the data warehouse. The network events are
triggered by one or more communications between a terminal of the
subscriber and the network element. A customer care unit is comprised in
the system. The customer care unit is adapted to initiate a customer care
session with the data warehouse referring to an identity of the
subscriber, wherein the customer care unit is further adapted to request,
from the data warehouse, a subscription to network events associated with
the subscriber. The data warehouse is further adapted to subscribe to a
stream of ongoing network events based on the request from the customer
care unit. The content of the stream refers to the identity of the
subscriber. The data warehouse is further adapted to provide updated
information to the customer care unit, based on the stream of ongoing
network events.

[0015] By using the methods, systems and/or arrangement presented above, a
customer care agent may serve a customer in a more satisfying manner. The
customer care agent may continuously have access to the most recent
information regarding the customer.

[0016] The above methods, system and arrangements may be configured and
implemented according to different embodiments. In one example
embodiment, the requesting of a subscription, from the customer care unit
to the data warehouse, further comprises to fetch a network event history
comprising the most recent network events.

[0017] According to another example embodiment, the customer care unit may
provide a request of unsubscribing to the stream of network events to the
data warehouse. The request may be provided if the customer care session
is deactivated.

[0018] According to another possible embodiment, the customer care unit
may provide the request of unsubscribing if a customer terminates a call
with the customer care agent or if the session has been inactive for a
predetermined time period.

[0019] According to another example embodiment, where the identity may
comprise of at least one of: a Subscription-Id-Type Attribute Value Pair
(AVP), Mobile Subscriber Integrated Services Digital Network (MSISDN),
International Mobile Subscriber Identity (IMSI), Network Access
Identifier (NAI) or a Session Initiation Protocol (SIP) Uniform Resource
Identifier (URI). According to another example embodiment the identity
may be an internet user account.

[0020] According to another possible embodiment, a diameter based protocol
may be used to form the communication between the customer care unit and
the data warehouse and/or between the network elements and the data
warehouse.

[0021] According to one example embodiment, the network element may
provide the network event to the data warehouse using a Call Data Record
(CDR) and/or a diameter based protocol.

[0022] According to another possible embodiment, the customer care unit
may determine and indicate to the customer care unit whether or not the
received network event is related to any one of the network events of the
network event history.

[0023] Further possible features and benefits of this solution will become
apparent from the detailed description below.

BRIEF DESCRIPTION OF DRAWINGS

[0024] FIG. 1 is a block diagram illustrating a first exemplifying network
architecture comprising terminals, access network, core network and a
customer care system, according to the prior art.

[0025] FIG. 2 is a block diagram illustrating an exemplifying flow of
events and information in a system layout, according to an exemplifying
embodiment.

[0026] FIG. 3 is a signaling diagram illustrating communication between an
agent, a customer care unit, a data warehouse and a network element,
according to an possible embodiment.

[0027] FIG. 4 is a signaling diagram illustrating an certain exemplifying
embodiment using diameter commands for communication between a customer
care unit, a data warehouse and a network element.

[0028] FIG. 5a is a flow chart illustrating a procedure in a customer care
unit, according to a possible example embodiment.

[0029] FIG. 5b is a flow chart illustrating a procedure in data warehouse,
according to a possible example embodiment.

[0030] FIG. 6 is a block diagram illustrating an arrangement of a customer
care unit, according to an exemplifying embodiment.

[0031]FIG. 7 is a block diagram illustrating an arrangement of a data
warehouse unit, according to an exemplifying embodiment.

[0032] FIG. 8 is a block diagram illustrating an arrangement in a customer
care unit, according to an exemplifying embodiment

DETAILED DESCRIPTION

[0033] Briefly described, a solution is provided for providing information
on the most recent network events associated with a subscriber in an
access network to an entity in a customer management system. The solution
may be used to enable customer care agents to enhance the level of
customer care service towards a customer and thereby decrease the risk
and/or rate of the customer changing operator, i.e. to churn.

[0034] In this description, the term "network events" is used to indicate
that a terminal, which is associated with a subscriber, performs an
action of some sort. A network event may be any type of communication
between the terminal and the communication network which is managed by
the mobile operator. Network events may be caused by the user interaction
with the terminal. However, with more advanced terminals and with the
stable and high capacity networks of today, terminals tend to be always
online and always connected. Thus, the terminal is constantly causing
network events with services running at the terminal.

[0035] In the core network, network events may relate to the consumption
of voice session time, data volume transferred in a data transfer
session. In the above mentioned examples, the information can be provided
to a revenue management system in real time using credit control or after
the event using CDRs.

[0036] Network events may also be created in service networks. Then, the
network event typically relates to the usage of a service. One certain
example could be the number of sent messages; the time used watching
Internet Protocol-TV (IPTV) or the number of downloaded media titles.

[0037] Another instance in a network, which may produce network events is
the revenue management system. The revenue management system may produce
network events when a subscriber's account is changed or manipulated. The
revenue management system may also produce network events regarding the
cost of a usage of a service, voice session or data session. According to
another example, events related to the lifecycle of subscriptions may
also produce network events. Examples of lifecycle events may be
re-activation or inactivation of a subscription.

[0038] The term "network events" should not be limited by the above
mentioned examples. Generally network events may comprise any information
which concerns a subscriber in a communication network. In order to
associate the network events with one or more subscribers, an identity of
the subscriber is needed. The identity may be contextual depending on the
issue of the customer and the service used by the subscriber. Therefore,
in this description, the term "identities" is used to indicate one or
more identities of a subscriber. The identity may be valid in the network
which is managed by the operator. In such case, the identity is normally
a public identity which is defined in one or more of the standards in the
art. Below follows a non-limiting list of some examples of identities
which may be used to associate network events to a subscriber.

[0039] One example of an identifier may be a Subscription-Id-Type
Attribute Value Pair (AVP) which is a diameter based identifier. Another
example of an identifier type in an access network may be an identifier
of the International E.164 format, such as the Mobile Subscriber
Integrated Services Digital Network (MSISDN) format. Another type of
identifier which may be used in mobile access network is the
International Mobile Subscriber Identity (IMSI). Yet another possible
identifier may be a Network Access Identifier (NAI). In some
applications, Session Initiation Protocol (SIP) Uniform Resource
Identifier (URI) may be used in order to identify a subscriber.

[0040] Due to the convergence of services, also identities from the
private domain may be used in relation to certain services. Such services
may generally relate to accounts which are managed and/or used by the
subscriber. Certain examples of such services are Twitter, Facebook,
Google or Yahoo. In a prolongation of new emerging services, the identity
may, in fact, be any account which is related in any way to the customer
management system.

[0041] A system comprising arrangements for providing information on
network events to a customer managment entity will now be disclosed with
reference to FIG. 2. A customer 201 contacts an agent 209 with an issue
associated with any one of the customer's terminals. This may for example
be done by calling the customer support, via electronic customer support
or by visiting a physical customer support site.

[0042] A flow of events will now be described with reference to FIG. 2. In
a first action 2.1, the terminal 202 may connect to an access network
203. The access network enables communication between the terminal 201
and at least one network element 204 in action 2:2. The network element
204 may typically be arranged in the access network, the core network or
in a service network.

[0043] Thus, the terminal communicates with network elements via the
access network, which in turn creates one or more network events which
are registered to a Business Support System (BSS) 220 in action 2:3. The
network events may normally be provided in action 2:3 to a revenue
managment system 205. However, modifications are possible such that
information on network events are provided to other entities in the BSS
or in a Operations Support System (OSS) 220. According to an example
embodiment, the information on the network events may be created for
accounting and credit control purposes.

[0044] In action 2:4, information on real-time or past are network events
provided to the data warehouse 206. This may be done by using CDRs or by
real time updates using for instance diameter based protocols which will
be further described below. It should be understood that the data
warehouse 206 may comprise and receive information regarding network
events from one or more network elements.

[0045] A data warehouse may be a database used for reporting to various
functions of the OSS. Data is may be provided from the network elements
to the OSS for purposes of reporting. The data may pass through an
operational data store for additional operations before it is used in the
data warehouse for reporting.

[0046] In order to determine the cause of the customer's 201 issue, the
agent 209 may use a customer care client 208 which is arranged to access
the customer care unit 207. The agent 209 may provide an identity of the
subscriber to the customer care unit 207 in order to retrieve information
on past network events and/or subscribe to ongoing and future network
events associated with the subscriber in action 2:5. The customer care
unit 207 is then adapted to provide a network event history and/or
provide information regarding ongoing network events in real time to the
agent 209 via the customer care client 208 in action 2:6. Information on
the network events and the subscription to ongoing network events may be
requested in action 2:7. In response to the request in action 2:7, the
data warehouse 206 may provide a network event history and/or to provide
information regarding ongoing network events in action 2:8. Information
regarding the ongoing network events can be provided according to the
previously described flow of actions 2:1- 2:4.

[0047] The agent 209 is thus enabled to continuously receive updates
regarding the most recent network events associated with the terminal
202. Thus, the agent 209, may during the session with the customer 201,
monitor and resolve issues related to network events without polling or
manually updating the customer care client 208 and the customer care unit
207. Moreover, the agent 209 may be enabled to give immediate response
and feedback to the customer when the terminal is creating network
events.

[0048] The above procedure can be modified in different ways without
departing from the invention. For example, one or several actions may be
performed in a different order. According to another possible example,
the terminal may be a terminal in a fixed network, such as an optical
fiber network.

[0049] Features of this solution will now be described with reference to
FIG. 3 illustrating an example of a signaling diagram for providing the
most recent network events to an customer care agent 302. The agent 302
initiates a customer care session in action 3:1. This typically involves
to provide an identity of the subscriber to the customer care unit 303.
The customer care unit 303 will then in subsequent actions relate network
events to the identity. The customer care unit 303 fetches, from a data
warehouse 304, a network event history in action 3:2. The network history
may be adapted such that only the most recent events are provided to the
customer care unit. The customer care unit 303 requests to subscribe to
information on future network events at the data warehouse in action 3:3.
The request of action 3:3 refers to the identity of the subscriber.

[0050] The data warehouse 304 subscribes the customer care unit 303 to
information on network events which are associated with identified
subscriber in action 3:4. Thus, if information on a new network event,
which is associated with the subscriber, is provided to the data
warehouse it may be the basis for an update to the customer care unit 303
which will be further discussed below.

[0051] The data warehouse 304 provides the information requested, i.e. the
network event history, in action 3:2 to the customer care unit 303 in
action 3:5. The customer care unit 303 may then provide the network
history to the agent 302 in an action 3:6. One or more semantic filters
may be used at the customer care unit in order to only provide the most
relevant network events to the agent 302.

[0052] If the terminal 306, which is associated with the customer 301,
communicates with a network element 305, typically through the access
network, in action 3:7, a new network event may be created. The network
event is then reported and information on the network event may be
provided to the data warehouse in action 3:8. The data warehouse
recognizes that the network event refers to the subscriber which may
trigger an update procedure at the data warehouse 304. In action 3:9, the
data warehouse 304 provides an update notice, comprising information
regarding the network event, to the customer care unit 303.

[0053] In response to action 3:9, the customer care unit 303 may form an
update notice to the agent 302 indicating the network event in action
3:10. According to one possible embodiment, the network event history is
updated with the network event. In such embodiment, the network event may
be indicated to be related to one or more of the network events of the
network event history.

[0054] The agent 302 has access to the most relevant and the latest
network events which are associated with the customer's 301 identity and
thus also the terminal 306. When the customer care session is no longer
needed the agent typically deactivates the customer care session in
action 3:11. This may of course be done in an automatic manner or by one
or several conditional triggers and/or timers. The customer care unit 303
may request to unsubscribe to the stream of information on ongoing
network events in action 3:12. The request may for instance refer to the
identity of the subscriber. Other ways to keep register of the ongoing
subscriptions are also possible. The data warehouse 304 unsubscribes the
customer care unit to the ongoing and future network events which are
associated with the terminal 306. Thus, the data warehouse will now cease
to provide updates regarding network events which are provided and
reported as a result from communication between the network element 305
and the terminal 306.

[0055] The above procedure can be modified in different ways without
departing from the invention. For example, two or more actions may be
performed in a different order or in one combined action. For instance,
the action 3:3 of requesting for subscribing may be done prior to that a
request of fetching the network event history is issued in action 3:2.
The solution may be implemented according to several different design
principles. According to one possible example, the procedures, modules
and arrangements in this description may be implemented using a Service
Oriented Architecture (SOA).

[0056] To enable SOA in the arrangements of FIGS. 2-3, an interoperable
communication protocol is needed. The protocol may define the different
functions and services of the procedures described in this description.
The protocol may further to specify how passing and parsing of messages
are done. Using such system design, having intersystem interoperability,
enables the communication network operator to have several independent
hardware and software platforms. This enables so-called loose coupling of
the entities of the system where the data warehouse, the customer care
unit and the network element are less dependent of the local
implementation of each other.

[0057] One possible communication protocol type which may be used is a
diameter based protocol. A diameter base protocol session comprises
exchange of commands and AVPs. Some of the command values are used by the
protocol itself while others may deliver data which is associated with
different applications and services, such as the solution described in
this description.

[0058] Diameter protocol sessions normally consist of exchanging commands
and AVPs between an authorized client and a server. In this solution, the
customer care unit may serve as a diameter client while the data
warehouse may serve as a diameter server. The diameter base protocol
typically provides the minimum requirements needed for an Authentication,
Authorization and Accounting (AAA) protocol, Mobile IPv4, or remote
network access applications.

[0059] Therefore, a certain optional embodiment of the solution using
diameter protocol is possible. With reference to FIG. 4, a signaling
diagram using diameter based commands between a customer care unit 403, a
data warehouse 404 and a network element 405, will now be described
according to an example embodiment. It should be noted that this is
merely an example. Other protocols and system designs may be used in
enabling communication between the customer care unit, data warehouse
and/or the network element.

[0060] In a first action 4:1 The customer care unit issues a Call &
Account Request (CAR) which comprises an identity (ID) of a subscriber.
In this action, the

[0061] CAR defines a request to fetch and subscribe the customer care unit
to network events which are associated with the identity.

[0062] The data warehouse 404 is then subscribing, based on the identity
provided in action 4:1, the customer care unit to network events
referring the subscriber in action 4:2. As a response to the request of
action 4:1, the data warehouse issues a diameter command Call & Account
Answer (CAA) comprising the ID and data in action 4:3. The data provided
in action 3:4 may be the requested data, e.g. network event history or a
representation thereof. A CAA is normally a corresponding answer to a
CAR, according to the structure of the diameter protocol. Consequently,
CAR and CAA may have the same command code according to a structure for
indicating request-response messaging.

[0063] When the terminal, which is disclosed in FIG. 3, is communicating
with the network element 405 causing a network event, the nework element
405 sends a Account Request (ACR) indicating the ID is sent to the data
warehouse 404 in action 4:4. The data warehouse 404 responds by issuing
an Account-Answer (ACA) to the network element.

[0064] The data warehouse 404 recognizes the new network event which is
provided in action 4:4 and which is referring to the identity provided in
action 4:1. Thus, the data warehouse 404 issues a Call & Account
Information (CAI) command to the customer care unit 403 in action 4:6,
comprising the identity of the subscriber and data. The data may be
related to the network event and/or a representation thereof. The
customer care unit 403 acknowledges the CAI of action 4:6 by issuing a
CAA in action 4:7. Also CAI and CAA may have the same command code in
conjunction with the structure for indicating request-response, or
message and acknowledgement.

[0065] When the customer care session is finished, a CAR is issued to the
data warehouse in action 4:8. The CAR of action 4:8 indicates request for
unsubscription and referring to the ID. In action 4:9, as a response to
receiving the request for unsubscription, the data warehouse disrupts to
send CAI commands comprising data regarding network events related to the
subscriber. The data warehouse sends a CAA in action 4:10 indicating that
the subscription to network events referring to the ID has ended.

[0066] According to one possible embodiment, the embodiment of FIG. 4 may
be implemented with a diameter protocol according to the specification of
Request For Comment (RFC) 3588.

[0067] With reference to FIG. 5a, a procedure for providing information
regarding network events in an access network to a customer care unit
will be disclosed, according to one example embodiment.

[0068] In a first action 501, the customer care unit initiates a customer
care session with a data warehouse. The session is referring to an
identity of a subscriber. The customer care unit then requests a history
which comprises network events associated with the subscriber in an
optional action 502. In action 503, the customer care unit then requests
to subscribe to network events which are associated with the subscriber
at a data warehouse. The customer care unit thus causes the data
warehouse to subscribe to a stream of ongoing network events. The content
of the stream refers to the identity of the subscriber.

[0069] If a terminal of the subscriber communicates with a network
element, a network event is created, provided and reported to the data
warehouse. The customer care unit then receives, in action 504, the
information regarding the ongoing network event from the data warehouse.
The updated information regarding the ongoing network event is provided
to a customer care agent in action 505. The above described procedure may
enable the customer care agent to provide service based on the most
recent information regarding the network events.

[0070] With reference to FIG. 5b, a procedure for providing information
regarding network events from a data warehouse to a customer care unit,
according to an example embodiment, will now be described. The procedure
of 5b is a corresponding procedure to the procedure in FIG. 5a.

[0071] In a first and optional action 511, the data warehouse receives a
request, e.g. from a customer care unit, for fetching network event
history referring to an identity of a subscriber. The data warehouse
further receives a subscription request in action 512 from the customer
care unit. The request comprises an identity referring to the subscriber.
In action 513, the data warehouse subscribes the customer care unit to a
stream of ongoing network events. Consequently, the content of the stream
also refers to the identity of the subscriber. The data center then
recognizes new network events to be associated with a subscriber with an
active subscription. Therefore, new network events which are triggered by
one or more communications between a terminal associated with the
subscriber and the network element is recognized to be provided as an
update to the appropriate customer care unit in action 514. The data
warehouse provides, in action 515, an update comprising information about
the recognized network event to the customer care unit.

[0072] The procedures disclosed with reference to FIG. 5a-b may be
performed in the arrangement and system of FIG. 2 or by implementing the
actions of the signaling diagrams of FIG. 3 and FIG. 4. The above two
procedures of FIGS. 5a-b can be modified in different ways without
departing from the invention. For example, one or several actions may be
performed in a different order, or in a combined action, but still reach
the same technical effect.

[0073] With reference to FIG. 6, a customer care unit 600 adapted to
perform the related actions of FIG. 2-5b, will now be described. The
customer care unit 600 is adapted to provide information regarding
network events which are associated with a subscriber in an access
network. The customer care unit comprises an initiation unit 611 which is
adapted to initiate a customer care session with a customer care agent
620 in action 6:1. The initiation unit 611 may further be adapted to base
the session on the identity of the subscriber. The initiation unit 611 is
arranged in an agent communication unit 605 which is adapted to manage
the communications with one or more agents. The agent communication unit
605 provides the identity to a fetching unit in action 6:2. The fetching
unit is adapted to fetch information on one or more network event from
the data warehouse via a data warehouse communication unit 601. Thus, the
fetching unit 603 instructs the data warehouse communication unit 601 to
issue a fetching request to the data warehouse in action 6:3.

[0074] The agent communication unit 605 may further be adapted to provide
the identity to a requesting unit 604, in action 6:4. The requesting unit
604 may then be adapted to instruct, in action 6:5, the data warehouse
communication unit 601 to send a subscription request to the data
warehouse in action 6:6. The requesting unit 604 may optionally also be
adapted to instruct the data warehouse communication unit 601 to send a
request to fetch the network event history from the data warehouse.

[0075] The data warehouse 610 may then be provided with the request
comprising the identity of the subscriber. Thus, the data warehouse 610
may be enabled to send the requested network event history to the
customer care unit, which is illustrated with the optional action 6:7.
The data warehouse 610 is further enabled to setup the subscription of
incoming network events which is illustrated with action 6:8. If a
terminal associated with the subscriber causes a network event by one or
more communications with the network element 630, a new network event is
created and provided to the data warehouse in action 6:9.

[0076] The data warehouse communication unit 601 may comprise a receiving
unit 613 which is adapted to receive the new an update regarding the
network event from the data warehouse in action 6:10. The receiving unit
613 may be adapted to provide information regarding the network event to
the agent communication unit 605 in action 6:11. The agent communication
unit 605 comprises a providing unit 612 which is adapted to provide the
information from action 6:11 to the agent, using the customer care
session, in action 6:12.

[0077] The customer care unit 600 may further comprise a processing unit
606 and a memory 607. The processing unit 606 may be adapted to pass and
process instructions between the units comprised the customer care unit
600. According to a possible embodiment of the customer care unit 600,
the data warehouse communication unit 601 may be adapted to use a
diameter protocol to form the communication with the data warehouse 610.

[0078] With reference to FIG. 7, data warehouse 700 adapted to perform the
related actions of FIG. 2-FIG. 6, will now be described. The data
warehouse 700 is adapted to provide information regarding network events
which are associated with a subscriber in an access network. The data
warehouse 700 comprises a customer care communication unit 710 adapted to
communicate with a customer care unit 730. The customer care
communication unit 710 comprises an initiating unit 711, which may be
adapted to initiate a customer care session with a customer care unit
illustrated by action 7:1. The session may refer to an identity of a
subscriber which may be associated with the customer care unit 730. The
receiving unit 711 may further be adapted to receive a request to fetch a
network history and to subscribe to network events which refer to
information on the identity of the subscriber.

[0079] The receiving unit 711 may be adapted to instruct a network element
communication unit 720 with the subscription request in action 7:2. The
request is provided to a subscription unit 721 which may be adapted to
subscribe the customer care unit to a stream of ongoing network events.
According to one possible embodiment, the subscriber unit 721 registers
that the status for the subscriber associated with one or more terminals
is set to subscribing mode from idle mode. The network element
communication unit 720 further comprises a recognizing unit 722. The
recognizing unit 722 may be adapted to recognize ongoing network events
which are associated with the identity of the subscriber. The ongoing
network events are indicated by action 7:3.

[0080] If a network event which is associated with the identity of the
subscriber is recognized, then the recognizing unit 722 may further be
adapted to provide information regarding a network event to a providing
unit 712 in action 7:4. The providing unit 712 may be adapted to provide
information in action 7:5 regarding the network events to the customer
care unit 730. The information is based on the network events recognized
by the recognizing unit 721 and the subscription provided by the
subscription unit 722.

[0081] The data warehouse 700 may further comprise a processing unit 706
and a memory 707. The processing unit 706 is adapted to pass and process
instructions between the units comprised the customer care unit 700.
According to one possible embodiment of the data warehouse 700, the
customer care communication unit 710 may be adapted to use a diameter
protocol to form the communication with the customer care unit 730. The
network element communication unit 740 may also be adapted to use a
diameter protocol to form the communication to, and reporting from, the
network element 740. Although the arrangement in FIG. 7 only discloses
one network element 740, it should be understood that the data warehouse
700 may be in communication and receive network events from several
network elements.

[0082] FIG. 8 schematically shows an embodiment of an arrangement 800 in a
customer care unit or in a data warehouse, which also can be an
alternative way of disclosing an embodiment of the arrangements for
providing information regarding network events which are associated with
a subscriber in an access network, which are illustrated in FIGS. 6 and
7. Comprised in the arrangement 800 are here a processing unit 806, e.g.
with a DSP (Digital Signal Processor) and a calculation, determination
and a deciding module. The processing unit 806 can be a single unit or a
plurality of units to perform different actions of procedures described
herein. The arrangement 800 may also comprise an input unit 802 for
receiving signals and information from other entities, and an output unit
804 for providing signals and information to other entities. The input
unit 802 and the output unit 804 may be arranged as an integrated entity.

[0083] Furthermore, the arrangement 800 comprises at least one computer
program product 808 in the form of a non-volatile memory, e.g. an EEPROM
(Electrically Erasable Programmable Read-Only Memory), a flash memory and
a disk drive. The computer program product 808 comprises a computer
program 810, which comprises code means, which when run in the processing
unit 806 in the arrangement 600, 700 causes the arrangement and/or the
customer care unit and/or the data warehouse to perform the actions of
the procedures described earlier in conjunction with FIG. 2-5b.

[0084] The computer program 810 may be configured as a computer program
code structured in computer program modules. Hence in the example
embodiments described, the code means in the computer program 810 of the
arrangement 800 comprises a receiving module 810a for receiving and
optionally storing and modifying request for session initiation. The
computer program further comprises a requesting module 810b for
requesting a subscription at the data warehouse referring to network
events associated with the identity of a subscriber. The computer program
810 further comprises a receiving module 810c for receiving ongoing
network events from the data warehouse. The computer program also
comprises a providing module 810d for providing the information from the
data warehouse regarding the network events to a customer care agent. The
result may be provided using the output unit 804 to the customer care
agent.

[0085] The modules 810a-d could essentially perform the actions of the
flow illustrated in FIG. 5a, to emulate the arrangement in a customer
care unit of FIG. 6. In other words, when the different modules 810a-d
are run on the processing unit 706, they correspond to the units 601-605
of FIG. 6.

[0086] Similarly, a corresponding alternative to perform the actions of
the flow illustrated in FIG. 7 is possible. Thus, the arrangement of FIG.
8 may correspondingly be adapted to perform the actions of the flow
illustrated in action 5b, and to emulate the arrangement in a data
warehouse of FIG. 7.

[0087] Although the code means in the embodiment disclosed above in
conjunction with FIG. 8 are implemented as computer program modules which
when run on the processing unit causes the arrangement and/or data
warehouse and/or the customer care unit to perform the actions described
above in the conjunction with figures mentioned above, at least one of
the code means may in alternative embodiments be implemented at least
partly as hardware circuits.

[0088] The processor may be a single CPU (Central processing unit), but
could also comprise two or more processing units. For example, the
processor may include general purpose microprocessors; instruction set
processors and/or related chips sets and/or special purpose
microprocessors such as ASICs (Application Specific Integrated Circuit).
The processor may also comprise board memory for caching purposes. The
computer program may be carried by a computer program product connected
to the processor. The computer program product comprises a computer
readable medium on which the computer program is stored. For example, the
computer program product may be a flash memory, a RAM (Random-access
memory) ROM (Read-Only Memory) or an EEPROM, and the computer program
modules described above could in alternative embodiments be distributed
on different computer program products in the form of memories within the
data receiving unit.

[0089] By using the solution presented above a customer care agent may
serve a customer in a more satisfying manner. The customer care agent may
continuously have access to the most recent information regarding the
customer. A customer management of a telecommunication operator having
this function is more likely to keep customers from leaving the operator,
thus the churn rate may be decreased.

[0090] Another possible advantage with the solution described above is the
ability to enable customer care agents to directly support and feedback
to the customer. For example, the customer care agent may guide a
customer through the process of making an on-line refill, using internet,
by giving immediate feedback to the customer regarding the status of the
transaction. Getting immediate feedback may lower the barriers for
certain customers to use new ways to refill their prepaid services. This
example is also applicable in using and subscribing to content services
which is enabled and provided by the operator.

[0091] While the invention has been described with reference to specific
exemplary embodiments, the description is generally only intended to
illustrate the inventive concept and should not be taken as limiting the
scope of the invention.

[0092] For example, the terms "network events", "customer care unit",
"data warehouse", "subscribe", "network element", "access network" and
"terminal", have been used throughout this description, although any
other corresponding functions, parameters, nodes and/or units could also
be used having the functionalities and characteristics described here.
The invention is defined by the appended claims.